Help center

We have collected all the relevant information and common questions here in our help center. You also find a contact form and order status request function in the bottom of the page.

Opening Hours

Monday – Friday 9am – 5pm

Saturday – Sunday (Closed)

Shipping

How long is delivery?

Normally delivery is 3-5 business days. For indoor models, you will receive the DPD delivery options on the day of delivery, together with the timeslot.

Is shipping free?

Yes! Shipping is free on all indoor cat trees. The outdoor models are built on order and are shipped and delivered assemblies.

My tree is damaged - What to do?

If you find that your tree arrived damaged, please email send us some pictures that clearly show the damage and what part it is. Send the pictures to sales@cattree.uk. And make sure the tree remains unused until you have been contacted by our staff.

I received my order, but something is missing..

For many of the larger cat trees they are shipped in multiple boxes. It is very common that the depot will not pack each parcel onto the same van on the day of delivery. Therefore, the “missing” parcel will be put our for delivery the following day. Please allow up to 5 working days for everything to arrive.

Where is my order?

Most orders are delivered within 3-5 business days. Longer delivery may be expected for outdoor trees, that are built on order. We do also allow pre-ordering on sold out items. So if your order has not arrived within the given time, please check the product page for a pre-order notice. The pre-order notice and delivery date is found below the product description.

If none of the above is the case, you are able to request an order status below, for our staff to get back to you shortly.

Payment & products

What are you payment options?

We accept all major credit- and debit cards.

I placed an order but I have not received any order confirmation

Our system automatically sends you a receipt and later information about shipping and delivery.

We have seen that the emails being sent out can go into the spam filter. Sadly it is out of our hands. But if you are missing these confirmations from us, they might just be in your spam filter. If not, please contact our customer service.

Can i pay in instalments?

Yes, you can pay in instalments! We cooperate with Splitit to allow our customers to pay in two or three monthly instalments, and it’s interest-free! All you have to do is choose the Splitit payment option on the payment page when you checkout. It just requires a VISA or MasterCard debit- or credit card.

Do you have a showroom?

Sadly, we currently not have a showroom at this time. However, we do hope we have will have one for you to visit in the future!

Do you have replacement parts and where can i find them?

Yes! For most of our brands we do have replacement parts or will be happy to help you get them. See our replacement parts category here. Don’t worry if you do not find the part or colour you are looking for. Email us a picture of the part you need at sales@cattree.uk, and let us help you find the part you need.

Can i have a promo code?

Yes, we give you a promo code when you sign up for our newsletter here

What cat trees are good for large breeds?

Can I become and affiliate?

Yes, it is possible to become an affiliate. Please email us at sales@cattree.uk and include links to your website, social media pages and anything else relevant.

Order status

Almost all orders are delivered within 3-5 business days. Unless there is a pre-order notice or other information on the product page. However, you still have the option to request a status on your order. Fill out the form below, and an employee will check it for you and send you the status of your order by email. Please, bear in mind, that tracking will in most cases be available the day after you have received the order confirmation with the general delivery information

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Order number *

Please enter your six-digit order number. You find it in the receipt that was sent when the order was placed.

Email address *

Please enter the email address used on your order.

Message

Other questions

If you did not find an answer for your question in the information above, feel free to send a message to our staff.

You can also get in contact with our live support Monday to Friday between 06:00 – 14:00

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Email

Contact Address

UK Mailing Address. Highcliffe, 32 Albermarle Road, Kent, BR3 5HJ

Central Europe Office. (Coming Soon)

PRICE MATCH!

If you find a lower price for any of our 'in-stock' products, we will match the price and send you some complimentary cat nip free of charge!

FAST / FREE DELIVERY

98% of orders of our 'in-stock' products are delivered within 3-5 working days of your order being placed with us. If your product does not arrive within this time period, we will send you some complimentary toys for you feline friend to play with!

SECURE ONLINE SHOPPING

Online shopping with Cat Tree UK Ltd are handled securely via Stripe. Stripe has been certified to Level 1 PCI Service Provider . This is the most stringent level of certification that is available within the payments industry.

PRICE MATCH GUARANTEE

If you find a lower price for any of our 'in-stock' products, we will match the price and send you some complimentary cat nip free of charge!

FAST & FREE DELIVERY

98% of orders of our 'in-stock' products are delivered within 3-5 working days of your order being placed with us. If your product does not arrive within this time period, we will send you some complimentary toys for you feline friend to play with!

SECURE ONLINE SHOPPING

Online shopping with Cat Tree UK Ltd are handled securely via Stripe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. We also now accept Paypal online.